Will County finds problems with new 911 system (more)
June 21 12:18:05, 2025
Excerpts from the Chicago Tribune:
In recent developments regarding Will County's ongoing challenges with their 911 system upgrade, public safety officials continue to express concerns, emphasizing that significant progress is yet to be achieved. Dan Gewargis, the area sales manager for Motorola Solutions, presented an update to the county's Emergency Telephone System Board last Thursday. He stated that the majority of the issues related to the new PremiereOne software have been resolved, though constant monitoring remains crucial.
Gewargis highlighted that between February 19 and February 25, there were 8,713 calls originating from the county’s dispatch centers, with only eight reports of problems concerning the "Top 10" issues identified. Additionally, during this timeframe, out of 1,099 log-ins, three issues were reported, and out of 4,938 attempts to log onto mobile terminals, nine problems were recorded, according to Gewargis. However, Mike Shay, a member of the ETSB and chairperson of its technology committee, challenged these figures during the board meeting. "I find it difficult to accept those numbers," Shay remarked, citing numerous calls and emails he received reporting far more incidents than what was officially acknowledged.
The ETSB had set a February 19 deadline for Motorola to resolve ten critical issues, including system crashes, freezing, and user lockouts. The company now has until March 19 to tackle the remaining problems. While some improvements have been noted, slowness continues to plague the system, as pointed out by ETSB member Brad Veerman from the Lincolnway 911 Communications Center. After logging in, it reportedly takes between 5 to 20 minutes for the program to become fully operational.
Gewargis admitted that there are lingering issues with the system's 1,000 mobile units, approximately two-thirds of which have already been updated. Gewargis noted that once these units are upgraded, the frequency of problems decreases significantly. Mokena Fire Chief Howard Stephens expressed frustration over connectivity issues that have persisted since Motorola Solutions implemented the PremierOne Computer Aided Dispatch (CAD) system on November 7. Despite acquiring new laptops exceeding the required specifications for the software, the fire department experiences disconnections daily. "We haven't had a smooth experience with Will County's CAD system since November 7," Stephens told the board, adding that technicians from Motorola and Verizon have visited multiple times to troubleshoot, yet without success. Gewargis proposed testing alternative laptops as a potential solution.
New Lenox Fire Chief Steve Engledow echoed similar concerns, describing the current state of connectivity as inconsistent and unreliable. Conversely, Peotone Police Chief Bill Mort reported satisfaction with the system, stating that things are functioning well from his standpoint.
At the opening of Thursday's meeting, ETSB chairperson Julie Ponce-Doyle, whose husband works for Motorola, addressed rumors suggesting personal benefits from the contract with Motorola Solutions for the 911 system upgrade. She clarified that when the initial contract was signed, the company was under different ownership, and she was merely one vote among the board members at that time.
As the situation unfolds, public safety personnel and residents alike remain hopeful that further adjustments will lead to a more reliable emergency response system.
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